Irving Olivar
Silver Spring,MD
Summary
Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service & Technical Support Specialist (Freelance)
Callnovo
01.2025 - Current
- Providing front-facing technical support for Beatbot, an industry leader in automated robotic pool cleaning technology and innovation
- Troubleshooting technical issues across various robotic models to maintain peak product performance
- Troubleshooting wireless connection issues between devices and app
- Facilitating customer requests and inquiries through phone calls, email, and chat to deliver efficient resolutions
- Utilizing the Freshdesk ticketing system to process and manage incidents, improving response times and customer satisfaction
- Using Freshdesk's soft phone, Freshcaller, to handle inbound and outbound calls
- Facilitating order history inquiries
Product Specialist III
NRTC - National Rural Telecommunications Cooperative
07.2022 - 12.2024
- Provided security and technical support to customers, in a remote capacity, for their PC's and mobile devices
- Handled troubleshooting issues for subscribing members and the organization's internal users
- Used soft phone software to handle calls
- Upsold the organization's products while managing subscription payments through a billing and user account management portal; syncing billing with user accounts
Customer Support Engineer
MSI Automate (Formerly Invata)
06.2019 - 07.2022
- Provided client end support for the organizations proprietary Warehouse Management System's software (PaaS) and integrated hardware
- Created root cause analysis of any error handling messages or reported incidents using; SQL, third-party software and hardware integrations, or previously notated incidents for troubleshooting purposes
- Assisted in migrations and configuration of systems (i.e
- Software, databases, servers, third party services)
- Provided remote, on-site, and on-call support to clients
- Traveled to client warehouses to troubleshoot and investigate any issues to maintain exceptional client/customer relationships
- Followed up on change requests as needed to improve automation processes
- Ticketing Systems: Jira, Salesforce, Freshdesk
IT Specialist [Contractor]
Contour Data Solutions
03.2016 - 09.2017
- Contracted out primarily to Ashfield Healthcare for the role
- Supported Ashfield remote and internal users with: troubleshooting issues, obtaining new equipment, and updating user profiles
- Managed the inventory and distribution of IT equipment (smart phones, laptops, desktop, tablets, printers, and other peripheral office equipment)
- Helpdesk Support: resolved hardware, software, account administration, and networking requests within a ticketing system
- Escalated tickets as needed
- Active Directory management: reset passwords, unlocked accounts, updated user permissions, managed organizational units for users and computers, edited attributes, and created users
- Ticketing System: Sunrise Service Management software
- Microsoft Exchange: creating and updating mailboxes (personal & distribution groups)
Assistant Project Manager / Superintendent
Gelberg Signs
06.2013 - 02.2014
- Proofread and analyzed Architect/Engineer approved Shop Drawings in cadence with the Director of Project Management
- Assisted Mechanics with any technical questions prior to or during installations
- Created work schedules, site reports, progress trackers, and quality control documentation
- Attended contractor meetings for updates on: on-site permits, site coordination of the workforce, and project completion
- Completed OSHA 30 certified courses for related work-site safety
Lead Assist
Data Networks
06.2008 - 01.2010
- Set up staging areas for shipments of new equipment (i.e., Dell towers, monitors, printers, and peripheral equipment) for schools in the MCPS school system
- Set up computer stations and printers
- In charge of taking inventory of all shipments (50 - 200 PCs per school)
- Helped the deployment staff and the Team Lead, with any installation and support questions
- Performed walk-throughs to ensure 100% completion of the project
Education
Bachelor of Science - Architectural Studies, Business
Thomas Jefferson University
Philadelphia, PA05-2013
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Customer support
- Remote diagnostics
- Mobile device management
- Remote technical assistance
- Hardware troubleshooting
- Incident management
- MS office proficiency
- DHCP/DNS ethernet and firewall proficient
- Issue escalation
- Ticket support system management
Certification
CompTIA A+ certification
Languages
Spanish
Native or Bilingual
Timeline
Customer Service & Technical Support Specialist (Freelance)
Callnovo
01.2025 - Current
Product Specialist III
NRTC - National Rural Telecommunications Cooperative
07.2022 - 12.2024
Customer Support Engineer
MSI Automate (Formerly Invata)
06.2019 - 07.2022
IT Specialist [Contractor]
Contour Data Solutions
03.2016 - 09.2017
Assistant Project Manager / Superintendent
Gelberg Signs
06.2013 - 02.2014
Lead Assist
Data Networks
06.2008 - 01.2010
Bachelor of Science - Architectural Studies, Business
Thomas Jefferson University
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